Freshservice

Freshservice is a cloud-based IT service management platform that streamlines IT operations, automates workflows, and improves service delivery for organizations. This component allows managing tickets, problems, agents, assets, and other IT service resources.

API Documentation¶

This component was built using the Freshservice API v2.0.

Connections¶

API Key {#freshservice-api-key-connection}¶

Connect to Freshservice using an API key.

To authenticate with Freshservice, an API key is required.

Prerequisites¶

A Freshservice account with API access enabled
The Freshservice domain name (e.g., if the Freshservice URL is https://example.freshservice.com, the domain is example)

Setup Steps¶

Log in to the Freshservice Support Portal
Click the profile picture in the top-right corner of the portal
Navigate to Profile Settings
The API key is available below the Delegate Approvals section on the right side of the page
Copy the API Key

For more details, refer to the Freshservice API key documentation.

Configure the Connection¶

Create a connection of type API Key and configure the following fields:

Freshservice Domain: Enter only the domain name of the Freshservice account. For example, if the Freshservice URL is https://example.freshservice.com, enter example.
API Key: Enter the API key obtained from the profile settings page.

Input	Comments	Default
Freshservice Domain	Add only the domain name of your Freshservice account. For example, if your Freshservice URL is https://example.freshservice.com, enter example.
API Key	Your Freshservice API key.

Actions¶

Create Agent {#createagent}¶

Create a new agent.

Input	Comments	Default
Connection
First Name	First name of the agent.
Email	Email address of the agent.
Roles	Roles of the agent. An array of hashes. See Freshservice API documentation for more information.
Last Name	Last name of the agent.
Address	Address of the agent.
Occasional	True if the agent is an occasional agent, and false if full-time agent.	false
Job Title	Job title of the agent.
Work Phone Number	Work phone number of the agent.
Mobile Phone Number	Mobile phone number of the agent.
Department IDs	Unique IDs of the departments associated with the agent.
Can See All Tickets From Associated Departments	Set to true if the agent must be allowed to view tickets filed by other members of the department, and false otherwise.	false
Additional Fields	Additional fields that might not be covered by the standard inputs. This is a JSON object. See Freshservice API documentation for more information.

Create Asset {#createasset}¶

Create a new asset.

Input	Comments	Default
Connection
Name	Name of the asset.
Asset Type ID	ID of the asset type.
Asset Tag	Asset tag of the asset.
Impact	Impact of the asset.
Usage Type	Usage type of the asset.
Description	Description of the asset.
Location ID	ID of the associated location.
Agent ID	ID of the associated agent (Managed By).
Department ID	ID of the associated department.
Group ID	ID of the associated agent group (Managed By Group).
Workspace ID	ID of the workspace that the asset belongs to. If not provided, the ID of the primary workspace will be defaulted. Applicable only to accounts on the Employee Support Mode.
Additional Fields	Additional fields that might not be covered by the standard inputs. This is a JSON object. See Freshservice API documentation for more information.

Create Problem {#createproblem}¶

Create a new problem.

Input	Comments	Default
Connection
Subject	Subject of the Problem.
Email	Email of the initiator of the problem.
Description	HTML content of the problem.
Due By	Timestamp at which Problem due ends.
Priority	Priority of the Problem.
Status	Status identifier of the Problem.
Impact	Impact of the Problem.
Category	Category of the Problem.
Sub Category	Sub-category of the Problem.
Item Category	Item of the Problem.
Additional Fields	Additional fields that might not be covered by the standard inputs. This is a JSON object. See Freshservice API documentation for more information.

Create Requester {#createrequester}¶

Create a new requester.

Input	Comments	Default
Connection
First Name	First name of the requester.
Primary Email	Primary email address of the requester.
Last Name	Last name of the requester.
Job Title	Job title of the requester.
Work Phone Number	Work phone number of the requester.
Mobile Phone Number	Mobile phone number of the requester.
Reporting Manager ID	User ID of the requester’s reporting manager.
Secondary Emails	Additional/secondary emails associated with the requester. Array of email addresses.
Department IDs	Unique IDs of the departments associated with the requester. Array of ID numbers.
Address	Address of the requester.
Additional Fields	Additional fields that might not be covered by the standard inputs. This is a JSON object. See Freshservice API documentation for more information.

Create Service Request {#createservicerequest}¶

Create a new service request.

Input	Comments	Default
Connection
Display ID	The ID of the display to place a request for.
Quantity	Quantity needed by the requester.
Email	Email id of the requester. If no email is provided, the request is created on behalf of the agent.
Requested For	Email id of the requester on whose behalf the service request is created.
Additional Fields	Additional fields that might not be covered by the standard inputs. This is a JSON object. See Freshservice API documentation for more information.

Create Software {#createsoftware}¶

Create a new software application.

Input	Comments	Default
Connection
Name	Name of the software.
Description	Description of the software.
Application Type	Type of the software.
Status	Status of the software.
Managed By ID	ID of the user managing the software (must be a user in Freshservice).
Notes	Notes about the software.
Category	Category of the software.
Source	Name of the source from where the software details are updated.
Workspace ID	ID of the workspace that the software belongs to. If not provided, the ID of the primary workspace will be defaulted. Applicable only to accounts on the Employee Support Mode.
Additional Fields	Additional fields that might not be covered by the standard inputs. This is a JSON object. See Freshservice API documentation for more information.

Create Ticket {#createticket}¶

Create a new ticket.

Input	Comments	Default
Connection
Description	HTML content of the ticket.
Subject	Subject of the ticket.
Email	Email address of the requester.
Priority	Priority of the ticket.
Status	Status of the ticket.
CC Emails	Email addresses added in the 'cc' field of the incoming ticket email. The value should be an array of strings.
Workspace ID	ID of the workspace that the ticket belongs to.
Additional Fields	Additional fields that might not be covered by the standard inputs. This is a JSON object. See Freshservice API documentation for more information.

Deactivate Agent {#deactivateagent}¶

Deactivate an agent.

Input	Comments	Default
Connection
Agent ID	Unique ID of the agent to deactivate.

Deactivate Requester {#deactivaterequester}¶

Deactivate a requester.

Input	Comments	Default
Connection
Requester ID	Unique ID of the requester to deactivate.

Delete Asset {#deleteasset}¶

Delete an asset.

Input	Comments	Default
Connection
Asset Display ID	Display ID of the asset to delete.

Delete Problem {#deleteproblem}¶

Delete a Problem.

Input	Comments	Default
Connection
Problem ID	ID of the Problem to delete.

Delete Software {#deletesoftware}¶

Delete a software application.

Input	Comments	Default
Connection
Application ID	Unique ID of the software to delete.

Delete Ticket {#deleteticket}¶

Delete a Ticket.

Input	Comments	Default
Connection
Ticket ID	ID of the ticket to delete.

Forget Agent {#forgetagent}¶

Forget an agent.

Input	Comments	Default
Connection
Agent ID	Unique ID of the agent to forget.

Get Agent {#getagent}¶

View an agent.

Input	Comments	Default
Connection
Agent ID	Unique ID of the agent to retrieve.

Get Asset {#getasset}¶

View an Asset.

Input	Comments	Default
Connection
Asset Display ID	Display ID of the asset to retrieve.

Get Problem {#getproblem}¶

View a Problem.

Input	Comments	Default
Connection
Problem ID	ID of the Problem.

Get Requester {#getrequester}¶

View information about a requester.

Input	Comments	Default
Connection
Requester ID	Unique ID of the requester to retrieve.

Get Software {#getsoftware}¶

View a software application.

Input	Comments	Default
Connection
Application ID	Unique ID of the software to retrieve.

Get Ticket {#getticket}¶

View a Ticket.

Input	Comments	Default
Connection
Ticket ID	ID of the ticket to retrieve.
Additional Query Parameters	Additional query parameters that might not be covered by the standard inputs like filters.

Get Workspace {#getworkspace}¶

View a Workspace.

Input	Comments	Default
Connection
Workspace ID	ID of the workspace to retrieve.
Additional Query Parameters	Additional query parameters that might not be covered by the standard inputs like filters.

List Agents {#listagents}¶

View List of Agents.

Input	Comments	Default
Connection
Fetch All	Set to true to retrieve all results.	true
Items Per Page	Number of items to return per page. Default is 30. Maximum is 100.	30
Page Number	Page number to return.
Additional Query Parameters	Additional query parameters that might not be covered by the standard inputs like filters.

List Assets {#listassets}¶

View List of Assets.

Input	Comments	Default
Connection
Fetch All	Set to true to retrieve all results.	true
Items Per Page	Number of items to return per page. Default is 30. Maximum is 100.	30
Page Number	Page number to return.
Additional Query Parameters	Additional query parameters that might not be covered by the standard inputs like filters.

List Problems {#listproblems}¶

View List of Problems.

Input	Comments	Default
Connection
Fetch All	Set to true to retrieve all results.	true
Items Per Page	Number of items to return per page. Default is 30. Maximum is 100.	30
Page Number	Page number to return.
Additional Query Parameters	Additional query parameters that might not be covered by the standard inputs like filters.

List Requesters {#listrequesters}¶

View List of Requesters.

Input	Comments	Default
Connection
Fetch All	Set to true to retrieve all results.	true
Items Per Page	Number of items to return per page. Default is 30. Maximum is 100.	30
Page Number	Page number to return.
Additional Query Parameters	Additional query parameters that might not be covered by the standard inputs like filters.

List Software {#listsoftware}¶

List all software applications.

Input	Comments	Default
Connection

List Tickets {#listtickets}¶

View List of Tickets.

Input	Comments	Default
Connection
Filter	Filter the tickets.
Fetch All	Set to true to retrieve all results.	true
Items Per Page	Number of items to return per page. Default is 30. Maximum is 100.	30
Page Number	Page number to return.
Additional Query Parameters	Additional query parameters that might not be covered by the standard inputs like filters.

List Workspaces {#listworkspaces}¶

View List of Workspaces.

Input	Comments	Default
Connection
Fetch All	Set to true to retrieve all results.	true
Items Per Page	Number of items to return per page. Default is 30. Maximum is 100.	30
Page Number	Page number to return.
Additional Query Parameters	Additional query parameters that might not be covered by the standard inputs like filters.

Move Asset {#moveasset}¶

Move an asset to a different workspace.

Input	Comments	Default
Connection
Asset Display ID	Display ID of the asset to move.
Workspace ID	ID of the workspace to move the asset to.
Group ID	ID of the new asset group.
Agent ID	ID of the new asset agent.

Move Problem {#moveproblem}¶

Move a Problem to a different workspace.

Input	Comments	Default
Connection
Problem ID	ID of the Problem to move.
Workspace ID	ID of the workspace to move the Problem to.
Group ID	New assigned group ID for the Problem.
Owner ID	New assigned owner ID for the Problem.

Move Software {#movesoftware}¶

Move a software application to a different workspace.

Input	Comments	Default
Connection
Application ID	Unique ID of the software to move.
Workspace ID	ID of the workspace to move the software to.

Move Ticket {#moveticket}¶

Move a Ticket to a different workspace.

Input	Comments	Default
Connection
Ticket ID	ID of the ticket to move.
Workspace ID	ID of the workspace to move the ticket to.
Group ID	New group ID to assign the ticket to.
Responder ID	New responder ID to assign the ticket to.

Raw Request {#rawrequest}¶

Send raw HTTP request to Freshservice.

Input	Comments	Default
Connection
URL	Input the path only (/problems), The base URL is already included (https://yourdomain.freshservice.com/api/v2). For example, to connect to https://yourdomain.freshservice.com/api/v2/problems, only /problems is entered in this field.
Method	The HTTP method to use.
Data	The HTTP body payload to send to the URL.
Form Data	The Form Data to be sent as a multipart form upload.
File Data	File Data to be sent as a multipart form upload.
File Data File Names	File names to apply to the file data inputs. Keys must match the file data keys above.
Query Parameter	A list of query parameters to send with the request. This is the portion at the end of the URL similar to ?key1=value1&key2=value2.
Header	A list of headers to send with the request.
Response Type	The type of data you expect in the response. You can request json, text, or binary data.	json
Timeout	The maximum time that a client will await a response to its request
Debug Request	Enabling this flag will log out the current request.	false
Retry Delay (ms)	The delay in milliseconds between retries. This is used when 'Use Exponential Backoff' is disabled.	0
Retry On All Errors	If true, retries on all erroneous responses regardless of type. This is helpful when retrying after HTTP 429 or other 3xx or 4xx errors. Otherwise, only retries on HTTP 5xx and network errors.	false
Max Retry Count	The maximum number of retries to attempt. Specify 0 for no retries.	0
Use Exponential Backoff	Specifies whether to use a pre-defined exponential backoff strategy for retries. When enabled, 'Retry Delay (ms)' is ignored.	false

Search Asset {#searchasset}¶

Search for assets.

Input	Comments	Default
Connection
Search Query	Search query to filter assets. Supported fields are name, asset_tag, and serial_number.
Additional Query Parameters	Additional query parameters that might not be covered by the standard inputs like filters.

Update Agent {#updateagent}¶

Update an existing agent.

Input	Comments	Default
Connection
Agent ID	Unique ID of the agent to update.
Email	Email address of the agent.
Roles	Roles of the agent. An array of hashes. See Freshservice API documentation for more information.
Scoreboard Level ID	Unique ID of the level of the agent in the Arcade.
Address	Address of the agent.
Occasional	True if the agent is an occasional agent, and false if full-time agent.
Signature	Signature of the agent in HTML format.
Department IDs	Unique IDs of the departments associated with the agent.
Can See All Tickets From Associated Departments	Set to true if the agent must be allowed to view tickets filed by other members of the department, and false otherwise.
Additional Fields	Additional fields that might not be covered by the standard inputs. This is a JSON object. See Freshservice API documentation for more information.

Update Asset {#updateasset}¶

Update an asset.

Input	Comments	Default
Connection
Asset Display ID	Display ID of the asset to update.
Name	Name of the asset.
Asset Type ID	ID of the asset type.
Asset Tag	Asset tag of the asset.
Impact	Impact of the asset.
Usage Type	Usage type of the asset.
Description	Description of the asset.
Location ID	ID of the associated location.
Agent ID	ID of the associated agent (Managed By).
Department ID	ID of the associated department.
Group ID	ID of the associated agent group (Managed By Group).
Additional Fields	Additional fields that might not be covered by the standard inputs. This is a JSON object. See Freshservice API documentation for more information.

Update Problem {#updateproblem}¶

Update a Problem.

Input	Comments	Default
Connection
Problem ID	ID of the Problem to update.
Subject	Subject of the Problem.
Email	Email of the initiator of the problem.
Description	HTML content of the problem.
Due By	Timestamp at which Problem due ends.
Priority	Priority of the Problem.
Status	Status identifier of the Problem.
Impact	Impact of the Problem.
Category	Category of the Problem.
Sub Category	Sub-category of the Problem.
Item Category	Item of the Problem.
Additional Fields	Additional fields that might not be covered by the standard inputs. This is a JSON object. See Freshservice API documentation for more information.

Update Requester {#updaterequester}¶

Update a requester.

Input	Comments	Default
Connection
Requester ID	Unique ID of the requester to update.
First Name	First name of the requester.
Primary Email	Primary email address of the requester.
Last Name	Last name of the requester.
Job Title	Job title of the requester.
Work Phone Number	Work phone number of the requester.
Mobile Phone Number	Mobile phone number of the requester.
Reporting Manager ID	User ID of the requester’s reporting manager.
Secondary Emails	Additional/secondary emails associated with the requester. Array of email addresses.
Department IDs	Unique IDs of the departments associated with the requester. Array of ID numbers.
Address	Address of the requester.
Additional Fields	Additional fields that might not be covered by the standard inputs. This is a JSON object. See Freshservice API documentation for more information.

Update Software {#updatesoftware}¶

Update an existing software application.

Input	Comments	Default
Connection
Application ID	Unique ID of the software to update.
Name	Name of the software.
Description	Description of the software.
Application Type	Type of the software.
Status	Status of the software.
Managed By ID	ID of the user managing the software (must be a user in Freshservice).
Notes	Notes about the software.
Category	Category of the software.
Source	Name of the source from where the software details are updated.
Additional Fields	Additional fields that might not be covered by the standard inputs. This is a JSON object. See Freshservice API documentation for more information.

Update Ticket {#updateticket}¶

Update a Ticket.

Input	Comments	Default
Connection
Ticket ID	ID of the ticket to update.
Priority	Priority of the ticket.
Status	Status of the ticket.
Source	The channel through which the ticket was created.
Bypass Mandatory	To bypass mandatory fields check while updating the ticket except for requester_id, source. Any business rules trying to mandate certain fields will also be bypassed. All fields configured as mandatory upon closing or resolving the ticket will be skipped while updating the ticket. This can only be passed by an admin.
Additional Fields	Additional fields that might not be covered by the standard inputs. This is a JSON object. See Freshservice API documentation for more information.